This module introduces managers to Patient & Family Centred Care (PFCC) principles and best practices, and connects these principles to leadership best practices. Using patient and family stories, participants gain an understanding of what patients and families experience when receiving services. Managers use this understanding to examine how they can use a Patient First Leadership approach to engage their staff to put PFCC principles into actions that are recommended by SHR Patient Family Advisors (PFAs) and endorsed by SHR Managers. This module as a foundational element in SHR's new Patient First management system.